Managing Client Expectations in a Digital firm

Managing client expectations
You have just started out in business, and this is an opportunity to grow your own venture and see your dream grow. You land your first client and this pumps up your zeal to go all out and do the very best for your clients because you want to see them grow and this will also grow your portfolio and increase your chances of more business out there.

However, the question at the back of your mind is how do you deal with the different client expectations? How have you setup your services in relation to what you provide? Is your business guided by the scope of work agreement before you enter into an engagement? Do you adhere to the project requirement to avoid going beyond the scope, because this has the ability to make or break a relationship with the client the minute either party feels that they are not getting value for their money?

What is your answer to this and what guides your scope of work? If you are ready to manage the client’s expectations for a project, here are some tips to do so:

Type of the project

There are different types of projects that a client may need and each of them have their own objectives and elements that guide the project. For example, a social media engagement is different from developing a website or a system application. This means that the deliverables, objectives and outcomes are different. For example, when developing a website, you need to be in a position where you are able to guide the client on what can work for their brand based on best practices. This is crucial as it will define the outcome of the website. Depending on your engagement with the client the project can end up being a success or a flop, as clients are different and with this comes different personalities/ (This will be another article on client personalities )

Engagement Period

It’s important to outline the duration of the project as this defines what will be achieved and who will be responsible for each deliverable. For example research on the project, brand or product, content required among others.
This will ensure that outcomes are delivered on time because a project plan will be developed for the engagement and it can be on a monthly, quarter or project based. At each stage, both parties will know what to provide.

Objectives and Deliverables for the project

These normally dictates the engagement of the client and agency in a major way, as it is what defines the terms of the project. In most cases, if the scope of the project is not well defined then a lot of issues are bound to crop up in the lifetime of the project. To manage this there is a need to have a scope document that defines how both parties are involved in each stage of the project, as well as outline what deliverables will be required from both the client and agency.

Handling of project Issues

Before the project commences it’s important to outline how project issues are handled, both within the contract, as well as during the kick-off meeting when introducing the team to the client officially. This will inform both project teams on the issues resolution procedure. Doing this will make sure the project doesn’t delay or stall in case of any unforeseen issues.

It’s important to note that each project is unique and managing clients’ expectations will determine the project success or failure.

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Twofour Carats Ltd

January 1, 2017